Incident Request Management System

*Working Group concluded, final report and deliverables submitted on May 2019

 

Charge

In the Fall of 2018 the CIO requested a review of the current implementation of ServiceNow.  Other colleges and units are ready to invest in other service management tools, while ITS and others have already made the investment in ServiceNow.  The ServiceNow license is up for renewal in the Fall of 2019.  This is an opportunity for Campus IT to investigate together and determine if ServiceNow is a viable solution for campus. The goal is to find agreement among campus stakeholders whether ServiceNow is the right incident and request management tool for the University of Texas at Austin. 

Scope/Boundaries

In Scope

  • ServiceNow
  • Purpose of ServiceNow for campus, which will inform needs
  • groups on campus who deliver IT services
  • IT Incident
  • IT Request
  • Workflow analysis from a business process perspective
  • A list of possible CMDB items
  • Engagement Strategy
  • 80% coverage of campus, common functions
  • Cost assessment of current and future implementation – resourcing, licensing, both centralized and distributed
  • Recommendations for meeting training needs
  • Metrics/Reporting capabilities documented for units, list of canned reports and dashboard

Out of Scope

  • Knowledge
  • HR
  • Finance
  • Asset Management
  • Integrations to Asset Management, CMDB tools
  • Other service management tools (ITSM, Service Desk)

 

Incident Request Managment Working Group Officer

Chair
Mark McFarland Executive Director for Information Technology College of Natural Sciences markmcfarland@austin.utexas.edu

Incident Request Managment Working Group Members

Members
Parker Boyes IT Services Manager College of Liberal Arts parker@austin.utexas.edu
Trice Humpert Interim Assistant Vice President for Information Technology Services Information Technology Services thumpert@austin.utexas.edu
Carol Lee Director of Strategic Initiatives Information Technology Services clee@austin.utexas.edu
Ty Lehman Senior Systems Administrator Jackson School of Geoscience lehman@austin.utexas.edu
James Lewis Director of LAITS Computer Support College of Liberal Arts jlewis@austin.utexas.edu
Roy Ruiz Director of Technology Resources Financial and Administrative Services roy.ruiz@austin.utexas.edu
Maggie Spangenberg Business Analyst ITS Applications mlspangenberg@austin.utexas.edu
Mallory Walker Information Technology Manager ITS Applications mallory.walker@austin.utexas.edu